Customer Service Qa Analyst
Resume:
GLORIA BELFORD
*********@*****.***
PROFESSIONAL SUMMARY
Six Sigma Green Belt Certified and experienced in 6S and Lean Management
Hands-on experience in Inventory Management, Vendor Management, Sourcing, Scheduling, Contract Management, Procurement and Project Management
Experienced in Performance Measurements, Supply Chain, Maximizing Efficiency, Cost Reduction, Call Center Dynamics, KPI Management, ISO 9001:2015 Internal Auditor Certification, Training, Coaching and Motivating
Proficient in Microsoft Word, Excel, PowerPoint and Outlook, SAP, Oracle, JD Edwards, ACIS, AS400, Unix Operating Systems (CU/TIMS), Business Objects, Lotus Notes, Somax G3 and Sales Force
PROFESSIONAL EXPERIENCE
EPI Breads – Atlanta, GA Jun 2022 - Present
Account Manager (contract)
Order Management of Key Accounts
Production Scheduling
Purchasing
Customer Service
Mercedes- Benz USA Academy Atlanta, GA Dec 2021 – Jun 2022
Systems Support Specialist (contract)
Provide dealer inquiry support for the System’s Team by providing responses, ensuring to meet 1-business day response
Collaborate with the System Supervisors, LMS Specialist and Business Intelligence Analyst to identify a root cause solution
Work efficiently and with a focus on customer service towards dealer partners
Manage special projects
Thales Group, Atlanta, GA Feb 2021 – Dec 2021
Customer Service Specialist (contract)
Exceeded customer expectations and support vendors
Managed projects and attended skype meetings, conducted root cause analysis following best practices and quality management
Coordinated order requirements and process flow
Attended customer meetings and assisted customers at client facilities
Responsible for record management and client retention
Boehringer Ingelheim, Gainesville, GA Oct 2019 – Jul 2020
Storeroom Coordinator (contract)
Purchasing, Forecasting, Scheduling
Created schedule for Cycle Counts, daily review, and allocation of inventory usage
Set-up and identified inventory for stocked and non-stocked items
Collaborated daily with Technicians for parts and inventory
Closed work orders, added equipment to orders, executed training assignments in LOS
Wurth – House of Threads, Gainesville, GA Nov 2018 – Oct 2019
Purchasing – ISO Documentation/Audit
Procurement and Inventory Management – Purchasing, Sourcing, Forecasting, Booking, Scheduling
Transportation Approval, Booking and Scheduling, ISO 9001;2015 Internal Auditor
Quality Control, PPAP Submission and Approval
Graphic Packaging International, Sandy Springs, GA Sep 2018 – Nov 2018
Account Manager
Managed Key Accounts
Collaborated with client on promotional product and adhered to expiration dates
Purchasing and Transportation Scheduling
Novelis, Atlanta, GA May 2016 – Sep 2018
Customer Fulfillment Representative (contract via The Intersect Group)
Generated, reviewed, and entered customer forecast
Collaborated with Commercial and Product Line Demand Managers
Solicited, managed, and expedited customer orders and shipments to meet sales objectives and contracting
Visited customers and manufacturing facilities as established to promote Novelis
Resolved any service issues and established guidelines for process improvements
Scheduled transportation loads, daily OTIF review, ensure full load capacity, create cost savings
Identified opportunities that added value for both the customer and Novelis; Inventory Management
Claims Analyst (contract via The Intersect Group)
Maintained ongoing communication with internal Commercial Team and Plants
Processed Return Materials Authorizations and coded for management review
Managed and improved claims process, processed credit memo requests in Agile Point
Nue Medical, Lawrenceville, GA May 2015 – May 2016
Customer Service Manager
Created, managed and developed the Customer Service department
Created and implemented all departmental SOP/KPI/Score Card Matrix
Developed monthly call monitoring and One on One monthly evaluations of employees
Created departmental goals, introduced and trained on Kaizen Methodology
Project Management, Lab Build Out, trained, coached, and motivated teams for success
Managed 2 Lead Representatives reporting to assist with a team of 179 Customer Service Representatives
Covidien, Duluth, GA Jun 2014 - May 2015
Customer Service /Account Management
Inventory Management, Sourcing and Purchasing
Allocated products for 9 Territory Managers
Daily communication and service for 23+ Sales Representatives
West Region Account Management
Built relationships and provided customer service to Doctors, Clinics, Hospitals and VA
Global Electronics Services, Flowery Branch, GA Oct 2013 – Apr 2014
Escalations Supervisor
Customer Order Management, Contact and follow-up
Managed 4 Customer Service Representatives
Inventory Management, Sourcing and Procurement
Collaborated daily with Technicians for repair status
PREVIOUS EXPERIENCE
Customer Care Manager – Gravograph – New Hermes, Duluth, GA Dec 2011 – June 2013
Patient Support Supervisor/QA Analyst II – CCS Medical, Lawrenceville, GA Apr 2002 – Sep 2011
EDUCATION
American Intercontinental University, Atlanta, GA
Bachelor’s degree -Business Administration
The University of Georgia Terry College of Business, Atlanta, GA
Certified Lean Six Sigma Green Belt
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